Global CES Transformation & AI-Driven Ops Lead

Nestlã©; Portugal; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary and annual bonus

Flexible working environment

Local and International Exposure

E-learning courses and training

Job summary

Nestlé is seeking a Global CES Transformation & Operations Expert to shape the future of Consumer Engagement Services and accelerate the transformation of consumer service operations at global scale from Lisbon, Portugal.

You will work with the Global CX Lead to define the strategic vision, deploy best-in-class standards, leverage AI and automation, and drive value through proactive, personalized service while improving CSAT and NPS across markets.

Qualifications

• Strong experience in customer or consumer service operations.
• Proven ability to translate strategy into actionable plans.
• Knowledge of AI-enabled customer service and automation.
• Experience implementing digital service technologies like Salesforce Service Cloud.
• Excellent stakeholder management and communication skills.
• Experience in global or regional roles is desirable.

Responsibilities

• Drive operational excellence across global CES operations.
• Define best-in-class standards and guidance.
• Translate global CES strategy into market roadmaps.
• Oversee adoption of global CES platforms and services.
• Identify AI-enabled use cases and scale them.
• Monitor performance using KPIs, NPS and CSAT.
• Build capabilities and coordinate initiatives across markets.

Skills

Customer service ops

Operational excellence

AI-enabled service

Stakeholder management

Change management

Tools

Salesforce Service Cloud

Contact centre solutions

AI-powered platforms

Job description

Nestlé is seeking a Global CES Transformation & Operations Expert to shape the future of Consumer Engagement Services and accelerate the transformation of consumer service operations at global scale from Lisbon, Portugal.

You will work with the Global CX Lead to define the strategic vision, deploy best-in-class standards, leverage AI and automation, and drive value through proactive, personalized service while improving CSAT and NPS across markets.